Change Management Condition set up

[ChrisMachnicki]

Hi,
When I set up conditions against a WorkOrder based on the state the only options available are the default ones (Created, Accepted, Ready, in Progress, Closed & Cancelled). As this process seems a little overkill for my needs I simply wanted the state machine to go Start > Created > Accepted > End (and cancel of course) however when I create a new condition against a change all the original options are still available and when I add conditions to update the 'change state' to 'approved' if the Workorder state is 'Accepted' and update the workorder I get an email claiming the action was unsuccessful. I assume I have missed a step somewhere but cant figure out were.

Can anyone help?

Thanks

[eyucks]

Can anyone help ? I have the same issues .
Unable to change "CHANGE" state from "Requested" to "Pending Approval" or "Approval"

[eyucks]

No body don't know about this or not able to help ?
Frustrated

[wurzel]

Hi,

Change Management (and the OTRS Implemenatation) is a tricky one. If you have problems here, you should consider to get
professional support.

You can change the State Machine in the admin section for Changes and Workorders.

But you have to configure sysconfig, too. The manual sais: 'The implementation of OTRS ITSM requires significant technical specification and preparation.'

So you see, it is not easy to do. First thing I would suggest is, browse the sysconfig for possible settings.

Florian

[eyucks]

Hi,

Change Management (and the OTRS Implemenatation) is a tricky one. If you have problems here, you should consider to get
professional support.

You can change the State Machine in the admin section for Changes and Workorders.

But you have to configure sysconfig, too. The manual sais: 'The implementation of OTRS ITSM requires significant technical specification and preparation.'

So you see, it is not easy to do. First thing I would suggest is, browse the sysconfig for possible settings.

Florian

Thank you for your reply. really appreciate it. I will try to check and try and error.
It would be great if someone already setup Change Management and successfully able to manage it, can share those thing in forums.

-Ashraf

[eyucks]

I got the step to change state by set "Conditional" in Change Management.
and need to follow sequence from Request > Approved > In Progress > Successful.

It cannot jump from Request to Successful.

OK thanks a lot from all your help.

-Ashraf

[eyucks]

Hi all,

I have a question, how to set a condition automatically? This is because when we create a new change ticket, we need to set condition into it manually.
I know we can set in templates, is there any solution instead of using template?

Thanks in advance

-Ashraf

[jojo]

the template is the solution